Customer Navigator I - Weekends (8HRS)

About the role

The Customer Navigator I serves as a frontline, non‑clinical resource who supports patients, families, and visitors by providing wayfinding, information, and general assistance in a fast‑paced healthcare environment. This role ensures that everyone entering the facility is greeted with a welcoming, safe, and supportive experience. Customer Navigators follow established workflows to deliver timely, professional service while upholding empathy, confidentiality, and service excellence. They address questions, offer resources, assist with service recovery, and escalate more complex concerns to the appropriate departments. As an entry‑level position, the Customer Navigator I builds foundational knowledge of hospital services, locations, and processes. By anticipating needs and helping people move efficiently through the facility, they contribute to smooth daily operations and create a positive first impression for all visitors.

Location: Stanford Health Care, 300 Pasteur Dr, Palo Alto, California. Schedule: 0.4 FTE part‑time, day shift, 8‑hour shifts. Onsite position.

Responsibilities

• Maintain compliance with all Joint Commission requirements, including cultural diversity sensitivity, patient care, patients’ rights, ethical treatment, safety and security, emergency management, teamwork, respect, ongoing education, communication, safety and quality programs, National Patient Safety Goals, and licensure/health screenings.
• Perform all duties in accordance with the C‑I‑CARE Standards of the Hospital.
• Maintain compliance with departmental policies, procedures, and ongoing training requirements.
• Serve as a non‑clinical navigator to patients, families, and visitors.
• Greet and engage individuals entering hospital and clinic environments in a professional, welcoming, and courteous manner.
• Provide clear and accurate directions, navigation assistance, and escorts to destinations within the facility.
• Verify appointment time, location, and provider information to ensure patients are properly guided.
• Identify when additional assistance is needed and connect individuals to appropriate resources, including interpreter services or Patient/Guest Representatives.
• Respond to general inquiries from patients, families, visitors, and referring providers regarding available services, locations, and processes.
• Address patient and visitor concerns, gather key details, and first attempt to resolve routine issues within defined procedures; document concerns and escalate to a higher‑level Navigator or appropriate department when resolution exceeds scope.
• Demonstrate initiative by proactively responding to patient and visitor needs and communicating with team members when additional support is required.
• Retrieve and verify appointment information using Epic (electronic medical record system) and other hospital systems.
• Support patients and families in understanding next steps related to appointments or services.
• Provide practical assistance and basic emotional support to patients and families during their visit.
• Ensure confidentiality of patient and visitor information and adhere to privacy standards.
• Monitor public areas and remain alert to patient and visitor needs.
• Respond appropriately to urgent or escalating situations by notifying clinical staff, security, or leadership per established procedures.
• Provide day‑to‑day direction and guidance to volunteers working alongside the team.
• Contribute to maintaining a safe and welcoming environment for patients, visitors, and staff.
• Work collaboratively with team members and other departments to support daily operations.
• Follow direction and guidance from supervisors and experienced staff.
• Participate in team communication and support a respectful work environment.
• Demonstrate reliability, professionalism, and accountability in assigned tasks.
• Perform other related and incidental duties as needed or assigned by management.

Qualifications

Education

• High school diploma or GED equivalent.

Experience

• 1 year of experience in a healthcare setting (e.g., hospital, medical/dental office, nursing facility), OR 1 year of customer service experience in a service‑related field (e.g., hospitality, public relations, banking, concierge services).

Knowledge, Skills & Abilities

• Basic computer skills, including Microsoft Windows, Word, and Excel.
• Ability to use computer systems and learn healthcare applications (e.g., Epic) with guidance and practice.
• Ability to communicate clearly and adjust communication style to meet the needs of diverse patients, families, and staff.
• Strong customer service skills with the ability to deliver a high‑touch, hospitality‑level experience.
• Excellent interpersonal skills and ability to engage effectively with diverse populations.
• Ability to manage interactions in a fast‑paced environment while maintaining professionalism and composure.
• Ability to respond to patient and visitor needs with empathy, professionalism, and service excellence.
• Ability to maintain confidentiality and handle sensitive information appropriately.
• Ability to remain calm under pressure and apply sound judgment in routine situations.
• Ability to solve routine problems and identify appropriate solutions using established workflows.
• Ability to speak and write effectively at a level appropriate for the role and audience.
• Ability to apply basic knowledge of hospital services, clinic locations, and local geography, or quickly become familiar through training.
• Ability to follow established workflows and procedures with accuracy and consistency.
• Ability to take initiative by identifying needs, anticipating issues, and taking appropriate action within defined guidelines.

Licenses & Certifications

None required.

Physical Demands & Work Conditions

Physical Demands

• Seldom: Sitting
• Constant: Walking, Standing, Hand Use, Repetitive Motion Hand Use, Pushing and Pulling, Vision (Color, Peripheral, Distance, Focus)
• Frequent: Bending, Grasping, Twisting and Turning (Neck and Waist), Lifting 11–20 lbs
• Occasional: Squatting, Fine Manipulation, Reaching (above shoulder level), Lifting 21–30 lbs
• Seldom: Climbing, Kneeling, Lifting 31–40 lbs, Lifting 40+ lbs
• Never: Crawling
• Constant lifting of 0–10 lbs

Working Environment

• Never: Driving cars, trucks, forklifts or other equipment; Working at heights; Operation of foot controls or repetitive foot movement; Use of respirator; Working with biohazards (blood‑borne pathogens, hospital waste, etc.)
• Constant: Working around equipment and machinery; Use of special visual or auditory protective equipment
• Seldom: Walking on uneven ground
• Occasional: Exposure to excessive noise; Exposure to extremes in temperature, humidity or wetness; Exposure to dust, gas, fumes or chemicals

Blood‑Borne Pathogens Category III — tasks involve no exposure to blood, body fluids or tissues, and Category I tasks that are not a condition of employment.

Pay

Base pay scale: generally starting at $38.72 – $43.60 per hour. The salary of the finalist selected for this role will be set based on a variety of factors, including but not limited to internal equity, experience, education, specialty, and training. This pay scale is not a promise of a particular wage.